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Head of Technology Service Delivery
Team and Job Purpose
- The purpose of the team is to ensure effective, high-quality, and efficient technology service delivery that aligns with organisational goals. This includes developing strategic visions, monitoring performance, liaising with stakeholders, managing risks, and maintaining service documentation.
- The purpose of a role is to ensure the strategic and operational effectiveness of technology service delivery within an organisation. This includes driving continuous improvement, leading and developing the team, ensuring service performance, facilitating communication with stakeholders, managing risks and compliance, and maintaining accurate service documentation to support organisational goals.
Principle Accountabilities
- Develop and execute the strategic vision for technology service delivery, ensuring alignment with organisational goals and driving continuous improvement in service quality and efficiency.
- Lead and mentor the Technology Services delivery team, fostering a culture of excellence, professional growth, and inclusivity, ensuring all team members are equipped with the necessary skills and resources to deliver exceptional IT services.
- Monitor, analyse, and report on service delivery performance against defined SLAs and KPIs, implementing quality assurance processes and driving ITIL-based problem management to eliminate repeat issues and ensure root causes are addressed.
- Act as the primary liaison between IT and business stakeholders, ensuring effective communication in service reporting and maintaining a clear understanding of business needs to support organisational objectives.
- Oversee the identification and mitigation of risks related to technology services, ensuring compliance with relevant policies, regulations, and industry standards, and maintaining disaster recovery planning for all business-critical applications.
- Develop and maintain all service definitions, service catalogues, and work orders, partnering with the Technology Services Finance Business Partner to generate new work-orders and renewals, ensuring continuous alignment with organisational and stakeholder needs.
Experience and Skills
- Experienced in developing and executing a forward-thinking strategic vision for technology service delivery whilst ensuring alignment with organisational goals and needs, and drive continuous improvement in service quality and efficiency.
- Demonstrates strong leadership and mentoring to the Technology Services Delivery team, fostering a culture of excellence, professional growth, and inclusivity, ensuring all team members are equipped with necessary skills and resources.
- Proficiency in IT Service Management (ITSM) principles and practices, with a strong emphasis on ITIL-based problem management with considerable experience in developing and maintaining service definitions, service catalogues, and work orders, partnering with finance teams to generate new work-orders and renewals.
- Proficient in monitoring, analysing, and reporting on service delivery performance against defined SLAs, KPIs and implementing quality assurance processes.
- Highly experienced in liaising between IT and business stakeholders, ensuring effective communication in service reporting with Commercial awareness of delivering services and cost modelling.
- Well versed in the identification and mitigation of risks related to technology services.
- Strong understanding of current and emerging technologies and their potential impact on service delivery with experience with cloud services, cybersecurity, and modern IT infrastructures being advantageous.
- At least five years of experience in leading IT teams, managing IT service delivery, and implementing ITIL-based practices to drive service improvement.
Education and Qualifications
Essential
- Awareness of ITIL Processes
Desirable
- All or another SCI core languages (French, Spanish Arabic)
Global Service Delivery Manager
Team and Job Purpose
- The purpose of the team is to ensure effective, high-quality, and efficient technology service delivery that aligns with organisational goals. This includes developing strategic visions, monitoring performance, liaising with stakeholders, managing risks, and maintaining service documentation.
- The purpose of this role is to ensure efficient and high-quality technology service delivery that aligns with organisational goals, by developing strategic plans, monitoring performance, managing risks, maintaining service documentation, supporting stakeholder communication, and handling escalated incidents.
Principle Accountabilities
- Develop and execute strategic plans for technology service delivery, ensuring alignment with organisational goals and driving continuous improvement in service quality and efficiency.
- Monitor and report on service delivery performance against defined SLAs and KPIs, implementing quality assurance processes and driving ITIL-based problem management to address and eliminate repeat issues.
- Support effective communication and engagement between IT and business stakeholders, ensuring that service reporting reflects business needs and supports organisational objectives.
- Identify and mitigate risks related to technology services, ensuring compliance with relevant policies, regulations, and industry standards, and maintaining disaster recovery planning for all business-critical applications.
- Develop and maintain service documentation, including service definitions, service catalogues, and work orders, ensuring continuous alignment with organisational and stakeholder needs.
- Act as the intervention manager for escalated incidents, driving timely resolution and minimising service disruptions to ensure operational continuity.
Experience and Skills
- Strategic Planning and Execution with ability to develop, implement, and align technology service strategies with organisational goals, formulating both tactical plans and long-term technology roadmaps to acheive them.
- Service Delivery Management; Proficient experience in monitoring service performance metrics, such as SLAs and KPIs with capability to employ ITIL-based problem management and quality assurance processes to elevate service standards.
- Holds self and team accountable for delivering high-quality services and achieving set targets.
- Risk Management and Compliance; Extensive knowledge of risk identification, mitigation strategies, and compliance with relevant policies, regulations, and industry standards.
- Strong skills in fostering effective communication between IT and business stakeholders, ensuring service reporting is aligned with business needs, being approachable, valueing diverse inputs, and listening actively to build and maintain effective relationships.
- Substantial experience in creating and maintaining comprehensive service documentation, including service definitions, catalogues, and work orders whilst developing and encourageing new and innovative solutions to improve processes and service quality continuously.
- Proficient in acting as intervention manager for escalated incidents, ensuring timely resolution and minimal service disruption whilst demonstrating strong problem-solving abilities and a sense of accountability.
- Significant experience empowering and leading a diverse team to achieve performance goals, providing the necessary development and mentoring to improve team performance and uphold SCI values.
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Education and Qualifications
Essential
- A degree in Computer Science, Information Technology, or a related field is preferable. Equivalent work experience in a relevant field is also recognised.
Desirable
- All or another SCI core languages (French, Spanish Arabic)
Database Lead (Offshore)
Team and Job Purpose
Ensuring the robust, safe and reliable operation of the infrastructure that enables SCI’s core operating platforms.
The SQL Server DBA is responsible for the supporting all activities related to database performance, backups and data security of all SCA data held within SCI hosted SQL Server instances
Principle Accountabilities
- Conduct regular data backups of SQL Server instances and validate them to ensure disaster recovery and business continuity planning procedures can be enacted if required, ensuring safety and resource conservation.
- Perform proactive and reactive performance reviews of all SQL Server instances, recording baselines and statistics to share with system owners, and using monitoring tools such as Paessler PRTG to maintain optimal database performance.
- Implement routine health checks for all SQL Server instances to ensure the effective and efficient use of resources, which supports cost reduction and safety in the workplace.
- Optimise SQL Server configuration settings and perform regular maintenance tasks to keep indexes and statistics up to date, ensuring the stability and performance of the databases.
- Troubleshoot SQL Server and Windows Server issues, and respond to critical system issues during and after business hours, maintaining consistent documentation in line with global team standards.
- Provide ad-hoc reporting and engage with critical stakeholders to establish necessary monitoring points, ensuring databases run optimally and meet organisational needs.
- Oversee the installation and configuration of new SQL Server instances as required and serve as the point of contact for emergency events outside regular hours, ensuring continuity and support for the organisation’s operations.
Experience and Skills
- Proficiency in administering SQL Server instances, including installation, configuration, and maintenance.
- Strong knowledge and experience of SQL Server backup and recovery processes, ensuring data safety and integrity.
- Proficient experience in conducting performance reviews, establishing baselines, and using statistics to maintain database health.
- Proficient experience with database monitoring tools such as Paessler PRTG, ensuring proactive monitoring and optimal performance.
- Solid understanding of indexing, query optimisation, and statistics update practices.
- Competence in automating routine tasks through scripts and tools.
- Experience in performing routine health checks and maintenance tasks to optimise resource utilisation and database performance.
- Experience serving as a point of contact for emergency events outside regular hours to ensure organisational continuity and support.
Education and Qualifications
Essential
- Bachelor’s Degree in Computer Science, Information Technology, or a related field: Equivalent experience may be considered in lieu of formal educational qualifications.
Desirable
- Microsoft SQL Server DBA certification(s)
Communications Officer
ROLE PURPOSE:
The Communications Officer is responsible for documentation and content gathering in various formats including case studies, impact stories, donor reports, high quality photo and video assets; and ensuring social media engagement across our digital platforms for the SC South Korea MNCH Project among other projects . Oftentimes, you will be required to write case studies, press releases, monitor media coverage, and support media field visits to the counties where we work across Kenya. You will also support the implementation of the advocacy and communications strategy to help the country office to influence decision-makers to uphold and protect children’s rights.
As a member of the communications team, you will also support the country office to deliver strategic and timely communications support for other projects on a need basis.
SCOPE OF ROLE:
Reports to: Communications and Media Manager
Number of direct reports: Communications Intern/s
Budget Responsibilities: N/A
Dimensions: The role requires strong technical skills in documentation and development of communication products such as case studies, multi-media products, communication packs, key messages, situation update/reports, digital and social media content, briefings, fact sheets and other offline and online communications products for internal and external stakeholders. This role leads on content gathering to support visibility and campaigns for the SC Korea MNCH Project.
The role holder works closely with MNCH Project Co-ordinator and Nairobi CO Operations Manager, Technical Experts, and field officers.
KEY AREAS OF ACCOUNTABILITY:
- Collecting a minimum of two case studies per month that show the impact and success of the MNCH project during the project period. This includes interviewing beneficiaries and writing impact stories.
- Producing high quality photo and video assets and being able to package these for various audiences.
- Support implementation social media strategy and content calendar across our digital platforms including updating the country website.
- Support media engagement through writing press releases, pitching stories to the media, facilitating media visits and monitoring media stories.
- Support event management, logistics of key project events ensuring high level of organization and visibility for project activities and campaigns.
- Identify, update databases and media lists to ensure high visibility.
- Track media exposure and weekly reporting of social media engagement
- Facilitate effective internal communications.
- Maintain calendars and appointments.
- Prepare presentations and reports.
- Comply with Save the Children policies and practice with respect to child protection, code of conduct, health and safety, equal opportunities and other relevant policies and procedures.
BEHAVIOURS (Values in Practice)
Accountability:
- holds self-accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values.
- holds the team and partners accountable to deliver on their responsibilities – giving them the freedom to deliver in the best way they see fit, providing the necessary development to improve performance and applying appropriate consequences when results are not achieved.
Ambition:
- sets ambitious and challenging goals for themselves and their team, takes responsibility for their own personal development and encourages their team to do the same.
- widely shares their personal vision for Save the Children, engages and motivates others.
- future orientated, thinks strategically and on a global scale.
Collaboration:
- builds and maintains effective relationships, with their team, colleagues, Members and external partners and supporters.
- values diversity, sees it as a source of competitive strength.
- approachable, good listener, easy to talk to.
Creativity:
- Develops and encourages new and innovative solutions.
- Willing to take disciplined risks.
Integrity:
- Honest, encourages openness and transparency; demonstrates highest levels of integrity.
QUALIFICATIONS AND EXPERIENCE
- Bachelor’s degree in communications or related field.
- A minimum of 2 years’ experience in development communications, experience in humanitarian or NGO context is an added advantage.
- Highly developed interpersonal and communication skills
- Highly developed cultural awareness and ability to work well in an environment with people from diverse backgrounds and cultures.
- Strong writing, photography and editing skills.
- Knowledge of children’s rights key international agreements and conventions
- Fluency in English, both verbal and written, required.
- Demonstrates Save the Children’s core values of accountability, collaboration, integrity, ambition, and creativity.